call center,bpo,customer care

Operational Efficiency for Better Productivity

Call center experts are unanimous in their opinion that operational efficiencies can improve the performance of your call center services. A little streamlining, a minuscule amount like 1%, can actually save thousands of dollars for the BPO unit annually. There is no doubt, therefore, that Fusion BPO Services lays a lot of stress on operational efficiency. The need rises not just to save costs. With more pressing deadlines on telemarketing projects, we have to make provisions to eradicate unproductive pockets. We have to keep going over the processes and operations that we are using at present. Only through regular evaluations can we identify the weaker links in the chain.

The job of maintaining operational efficiency begins with simplifying call center services. For example, we have a very skeletal reporting system. We bring together all the different departmental reports together and integrate them on a unified platform. These reports are mostly web-enabled and our clients and business partners always have access to them. Our BPO section provides outsourcing solutions to a global network of clients. Time zones are an issue, and that explains why our reporting is real-time oriented. We keep the basic reports ready for reviews by managers and supervisors. A simplified customer service or telemarketing services project is a lot easier to handle and complete.

Operational efficiency at Fusion BPO Services can be maintained through technological advantages. We use the resources at our disposal for better streamlining of call center processes. We actively use Voice over Internet Protocol (VoIP), speech recognition technologies, network-based routing and universal queuing, a method where all the different media of communication like phone calls, email, fax, etc. are lined up in the same queue.

The manpower we employ in the call centers of Fusion BPO Services goes a long way in achieving operational efficiency. The best equipment and gadgets are of no use if you don't have the right employees to handle and exploit them. Our managers and trainers ensure that every agent on the job knows the gadgets and software that they are using. The extensive training sessions we have help matters to a considerable degree. It's been a long-standing policy at Fusion BPO Services that we do not allow telemarketing agents to receive or make calls without training sessions. The experienced agents we hire are also put through the motions where we give them a hands-on idea about the project and customize their skills to suit our project.

Fusion BPO Services makes use of some specific processes to bring down costs, improve productivity and also shorten the cycle of telemarketing projects. The basic tenets of our operational efficiency technique are:

Highlighting more on appointment setting services:

• We are proactive in identifying problems and coming up with instant resolutions
• We have standardized processes and well-designed reporting structures
• We improve our business outcomes with every new attempt
• We keep the costs affordable for small and medium sized business firms as well

There are five phases of operational efficiency at Fusion BPO Services:

• Planning the project
• Training of agents/employees in the finer points of the project
• MIS reports on a single, integrated platform
• Transition Management
• Floor and Performance Management